Common EBT-Related Issues and How to Resolve Them

While EBT provides significant support, you might occasionally encounter issues with your card or benefits. Common problems include a lost card, a forgotten PIN, delayed payments, declined transactions, and suspected fraud.

Lost or Stolen EBT Card

If your card is missing or you see unauthorized charges, acting quickly is the best way to protect your remaining benefits. You must report it immediately to prevent further transactions.

• Immediately call the Rhode Island EBT customer service hotline at 1-888-979-9939 to cancel the card.

• Request a replacement card be mailed to you. Confirm your identity and mailing address to avoid delays.

• Your new card should arrive within 7 to 10 business days. Note any tracking information provided.

• Once the new card arrives, call the same number to activate it and set a new PIN.

• Review your recent account activity and dispute any unfamiliar charges right away.

Forgotten, Compromised, or Locked PIN

Entering an incorrect PIN too many times will freeze your account at the register or an ATM. If you can't recall your PIN, you will need to reset it before you can use your card again.

• Call the automated customer service line and select the option to reset your PIN.

• You will need to verify your identity with your card number, date of birth, and ZIP code.

• Choose a new four-digit PIN that is difficult to guess. Avoid using sequences like 1234 or personal dates.

• Test the new PIN by checking your balance over the phone or at an ATM before your next shopping trip.

• Consider changing your PIN every few months for added security and never share it with anyone.

Delayed or Missing Monthly Benefits

If your funds haven't appeared on your card by the morning they are due, a few common issues could be the cause. You can check the EBT deposit schedule to confirm your payment date.

• First, confirm your current balance. You can do this by calling the hotline or using a free app like Benny to track your SNAP and EBT Cash balance.

• Ensure your recertification or renewal paperwork was submitted on time, as incomplete documents are a primary reason for delays.

• Ask a customer service agent to check for any holds on your account from system errors or suspensions.

• If your payment date was on a weekend or holiday, check for an adjusted payment calendar.

• If you speak with a representative, keep the confirmation number they provide and follow up if benefits don't post within 24 hours.

Card Declined at Checkout

Sometimes a transaction is declined even when you have enough funds. This can happen due to terminal read errors, temporary system outages, or incorrect PIN entry.

• First, confirm you have sufficient funds by checking your real-time balance on a recent receipt or over the phone.

• Ask the cashier to try swiping the card again or use a different payment terminal.

• Make sure your purchase only contains SNAP-eligible items. Non-food items must be paid for separately.

• If the card is still declined, you can report the issue to customer service with the terminal ID and transaction time.

• Keep your declined receipt and any reference number from the agent. Try a different store or wait 30 minutes before attempting the purchase again.

Suspected Fraud or Unauthorized Transactions

Card skimming and other forms of fraud are a serious threat. Scammers can drain an account's balance in minutes, so it is important to monitor your account for suspicious activity.

• If you see unfamiliar withdrawals, immediately call the EBT hotline to freeze or deactivate your card. This is an automated, 24/7 service.

• Request an official fraud claim form and dispute each unauthorized transaction with the agent. The DHS has provided updates on this issue.

• Change your PIN immediately. You can also lock your card through the ebtEdge app or website when not in use to block theft.

• File a police report if it is required for the reimbursement process and keep copies of all your documents.

• Follow up with the Department of Human Services about fund reimbursement, which may apply to thefts between October 2022 and December 2024.

Manage Your EBT Benefits and Get Cashback with Benny

With the free Benny app, you can track your SNAP and EBT Cash balance in real-time and get cash back on eligible purchases at stores like Target, Walmart, and Costco. To begin, link your EBT card to the app. After shopping, scan your receipt with Benny to receive cashback on SNAP-eligible items.

Download Benny to take control of your spending and get more from your EBT benefits.